Senior Performance Analyst - Client Experience Resource Strategy Team



Senior Performance Analyst - Client Experience Resource Strategy Team



Employment Type:



per year

Job Description:

Join our Team

TELUS is looking for a dynamic individual to be part of a national team of dedicated analysts, responsible for supporting outcome management along with managing resources and performing analysis of demand and supply in the short term window.

Through an in-depth understanding of contact centre drivers, financial planning & analysis and key performance indicators, you ensure our internal stakeholders are educated on what is causing queue conditions, plus the risks and levers available. You are able to sort through data and conduct thoughtful analysis to develop recommendations. By putting your recommendations into action you will see the positive impact your efforts have on the Customer Experience.

* By ensuring our team is well represented in stakeholder forums, you will be required to identify, analyze and communicate the reasons why our results have unfolded the way they did
* As part of our team YOU:
* Get to challenge the status quo by experimenting with new approaches, tools and techniques to better understand our customers and ways to improve our business bottom-line
* Get to participate in projects designed to improve our tools, processes and customer experience
* Have grit! You use your influence and network to get what you need to deliver solutions

Resource Strategy Spotlight:

* Our team works in a fun and challenging environment that directly influences the strategic direction and performance of the Customer Experience business
* Our teams are responsible for the Forecasting, Planning and Analysis functions that supports our Consumer Contact Centres
* We work closely with the Operations, Finance, Strategy and Technology teams to deliver our objectives
* We provide opportunities for you to excel and show your stuff - work on high value and high visibility projects
* You will work in a team that actively supports your personal development with progressive training and development tools

You're the missing piece of the puzzle

* You are an expert in Forecasting, Reporting and Analysis, and are comfortable working with systems, processes and databases
* You excel in the ability to synthesize data and operational drivers into a clear "story" on root cause; order of magnitude and outcomes
* You are always curious to explain business outcomes by running analysis and proving hypotheses
* Diving into raw data comes easily to you as does knowing when to pull up and conclude the analysis
* Strong understanding of call centre operational performance metrics and WFM related processes
* Ability to analyze data, translate into findings, and convey into a clear compelling story with recommendations/solutions to a diverse group of stakeholders
* Strong communication (verbal and written), presentation, influencing and relationship building skills
* You have experience in explaining your analysis and being challenged on assumptions
* This is not a database reporting role, this is a role where you will be required to conduct the end-to-end story - scope the issue; dig into the data; form your analysis and present your findings
* Demonstrated ability to work under ambiguous circumstances as each request is unique

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
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